April White
Operations Manager
Summary
Remote
Operations Management Professional
Highly skilled Operations/ Customer Service Manager with over 10 years of experience leading teams of up to 60 agents. Proven track record in implementing new technologies, training programs, and performance tracking systems resulting in significant increases in customer satisfaction scores and call center efficiency. Exceptional skills in team management, process optimization, and fostering a collaborative work environment to achieve departmental and company- wide objectives.
Overview
15
15
years of professional experience
Work History
Manager, IT
Dine Brands Global
Leawood, KS
02.2022 - Current
- Led a round-the-clock IT technical support team comprised of technicians, trainers, technical writers, quality analysts, and supervisors, ensuring alignment with contracted performance objectives and driving strategic business initiatives to success
- Cultivated/ maintained strong relationships with franchise partners and third-party vendors
- Directed the oversight/ management of the client contract lifecycle
- Spearheaded the acquisition and implementation of a new enterprise-wide CRM system resulting in a 30% increase in ticket resolutions and improved customer experience survey results
- Developed and implemented the department’s first quality monitoring program resulting in improved CSAT survey results and increased technician effectiveness
- Coordinated with cross functional teams to redesign and implement a new departmental promotion program resulting in increased employee retention and overall team morale
- Developed and implemented an employee onboarding program to ensure a seamless transition into the new role.
Supervisor
Carecentrix
Overland Park, KS
08.2019 - 02.2021
- Directed and mentored a remote team of post-acute healthcare staffing agents, driving performance excellence and exceeding defined metrics
- Implemented process improvement initiatives to optimize service delivery and enhance customer satisfaction
- Developed coaching programs to increase employee engagement and retention, resulting in improved performance scores and reduced turnover
- Oversaw the resolution of service requests, ensuring prompt and effective responses to customer inquiries and concerns
- Implemented queue management strategies to optimize workflow and enhance service efficiency.
Manager
Homestead Adult Daycare
Kansas City, KS
01.2010 - 08.2019
- Led the establishment and growth of Homestead Adult Daycare, a startup dedicated to providing exceptional care for elderly individuals
- Developed and implemented policies and procedures to ensure compliance with state regulations and industry standards, while fostering a culture of innovation and continuous improvement
- Played a pivotal role in the establishment and growth of Homestead Adult Daycare, a startup dedicated to providing exceptional care for elderly individuals
- Developed and implemented policies and procedures from the ground up to ensure compliance with state regulations and industry standards, laying the foundation for the organization's operations
- Collaborated closely with the founding team to refine the business model, identify target markets, and establish strategic partnerships within the local community.
Education
Associate Degree - Business Administration
Donnelly College
Skills
- Skills & Competencies
- Call Center Operations Management
- Customer Acquisition & Retention
- Employee Satisfaction & Retention
- Quality Assurance
- Contract Management
- Vendor Relationship Management
- Project Management
- Call Center Performance Tracking
- Continuous Process Improvement
- Recruitment, Onboarding
- Policy & Workflow Process Creation
- Customer Service Training
- Staff Management
- Verbal and Written Communication
- Brand Management
- Customer Relationship Management
- Team Leadership
- Key Performance Indicators (KPI)
- Cross-Functional Team Management
- Coaching and Mentoring
- Issue and Conflict Resolution
- Complex Problem-Solving
- Managing Terminations
- Procedural Streamlining
- Time Management
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Company CulturePaid time offWork from home optionPaid sick leaveCareer advancementWork-life balanceHealthcare benefitsFlexible work hoursPersonal development programsTimeline
Manager, IT
Dine Brands Global
02.2022 - Current
Supervisor
Carecentrix
08.2019 - 02.2021
Manager
Homestead Adult Daycare
01.2010 - 08.2019
Associate Degree - Business Administration
Donnelly College
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